Desktop Support Technician

Provide specialized desktop and endpoint support for Windows and macOS users, including networking support, access permissions, and end user training in a hybrid environment in Madison.

Responsibilities

• Deliver hands-on desktop support, including troubleshooting with customers and supporting equipment delivery
• Support employee onboarding for IT equipment and endpoint use
• Act as a key point of contact for technical support inquiries
• Create, maintain, and update technical documentation
• Participate in small projects involving system integrations
• Provide essential training to colleagues and customers, including individual and group end user trainings
• Answer end user questions and share information for non-routine and more complex technology products and services
• Serve as an escalation point for complex technical issues in collaboration with team members and other DoIT teams
• Manage customer communications and handle issue escalations
• Maintain operational functions of technology systems to support integration, compatibility, and functionality per user requirements
• Assist with collecting customer information to support selection of technology that meets functional requirements
• Provide timely on-site desktop support at customer locations to meet defined service level targets
• Identify, troubleshoot, resolve, and/or escalate basic and more complex issues across data, network connectivity, client/server processes, and applications per established policies and procedures
• Complete procurements, installations, configurations, repairs, and modifications of technology hardware, software, and associated components under general supervision
• Assist with developing and maintaining hardware inventory and replacement schedules for customer-owned equipment, and communicate schedules to customers and the supervisor
• Participate in recruitments for team positions and roles across other DoIT teams
• Attend regular meetings with key customers to discuss service levels, contract status, and future planning activities
• Provide standard-level organizational information about technology resources and address end user needs for individuals and groups

Requirements

• Demonstrated experience providing IT support to end users in a professional setting
• Demonstrated experience with hardware and software troubleshooting, network troubleshooting, working with objects in Active Directory, and printer provisioning
• Demonstrated experience managing the full lifecycle of operating systems from initial deployment and configuration through advanced troubleshooting for Windows and macOS across various hardware models
• Demonstrated experience using one or more endpoint management tools, such as Omnissa Workspace One, Microsoft Intune, HCL BigFix, and Microsoft SCCM/ConfigMgr

Technologies

• Windows
• macOS
• Active Directory
• Omnissa Workspace One
• Microsoft Intune
• HCL BigFix
• Microsoft SCCM/ConfigMgr
• DHCP
• DNS
• subnetting

Preferred Qualifications

• Experience with scripting to automate repetitive tasks, streamline workflows, and manage computer configurations
• Demonstrated ability to configure wired and wireless devices using standard networking concepts (DHCP, DNS, subnetting, etc.) and security best practices
• Working knowledge of AI concepts and tools

Education

• Associate’s Degree preferred minimum

Compensation

• USD 28 - 34 per hour
• Final salary based on experience and qualifications

Benefits

• Generous vacation, holidays, and sick leave
• Competitive insurances and savings accounts
• Retirement benefits

Employment Type

• Regular

On-Site/Remote Work Arrangement

• Following onboarding (up to 6 months), may perform a combination of on-site and remote work: 90% onsite / 10% remote
• Subject to an approved flexible work arrangement (FWA), reviewed and approved annually
• Remote work requires successful candidates to have their own high-speed internet and phone, using a university provided computer

Physical Requirements

• Frequently moves IT equipment weighing 20 pounds across campus and delivers to end users
• Frequently positions self to maintain computers under desks
• Employees make individual transportation arrangements adequate to meet position responsibilities and essential job functions

Work Authorization

• Must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment
• University sponsorship is not available
• UW-Madison is not an E-Verify employer; F-1 STEM OPT and STEM extensions are not options for work authorization

Position of Trust / Caregiver Check

• Identified as a position of trust with access to vulnerable populations
• Required to pass an initial caregiver check under the Wisconsin Caregiver Law, then every two years

How to Apply

• Upload: Resume
• Upload: Letter of Qualifications
• Attach a letter of qualifications and resume detailing training and experience related to required and preferred qualifications

Location

• Madison, WI (hybrid)

Contact

• DoIT Human Resources: [email protected]
• Phone: 608-263-1790
• Relay Access (WTRS): 7-1-1